Hub Stuck on grey g screen

[Wdevinney03]

Hub is Stuck on g grey screen. We have unplugged it and factory reset it. 

[Michelley1253]

same.  have you got a solution?

[Wdevinney03]

I have not, I read a lot of the other feeds and it sounds like this might be a known issue. 

[alanwin]

Been going on since last year. Probably hundreds of other 1st gen Home Hub have got the same problem (me too), it's being blamed on Google's network software updates bricking the home hub. To my knowledge not a single user has successfully fixed it and everyone is being blanked or fobbed off by Google.

The only thing left worth trying is to re-install it in a different 'room', which I did and it then downloaded an update! But it still got stuck.  🇺🇦

[Azmael · Accepted solution]

I got my solved!!!  i followed all the reboot/factory reset directions.  None worked.  So i called Google Customer Service for Google Nest Hub.  They had me send them email with Serial Number of device (pictures), Receipt of purchase (luckily i had copy from Home Depot),  and mailing info.  I still had original box and GOOGLE sent return label.  i packed up the device and power cord and shipped back to Google.  They are sending me a new Gen 2 Google Nest Hub which arrives 4/8.  Overall it will be about 2 week turned around from when i sent them the requested information and Gen 1 Device.
The problem is found in the GEN 1 and was fixed in Gen 2.  

[James]

Hey folks,

It's been a bit since this thread has been updated. Just wanted to check in here to see if anyone else had any further questions.

Thank you,

James

[alanwin]

Does the offer to replace a 1st Gen Home Hub apply if yours is over 1 year old?  How to get a replacement when Google support does not reply? 

[Azmael]

I bought it 12/27/20.  So about 15 months old.. . I looked up Customer Service number for the Google Nest Devices..  there was option for email . Chat or phone number.. I called and was connected with someone very fast...   They asked if I did the recommended factory reset.  Yep . I did..

They then told me what I needed to provide to them..  which I did.  

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Muddi]

Hey all,

Just bumping in to make sure that you saw our responses. Does anyone still need assistance here?

Cheers,

Muddi

[Muddi]

Hey folks,

I haven’t heard back, so I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Muddi

[alanwin]

Glad yours is fixed, I had no success at all  getting through to anyone at Google despite repeated requests, I was ignored. I guess because mine was > 1 year old. I gave up on it and like many others I suspect, I threw it away. Very poor experience. 

[Azmael]

That's weird!!! Looks like my post was deleted

[James]

Hey there, @Azmael,

Thank you so much for letting us know this happened! We apologize that your post got caught in our spam filter. Was the post actually restored or is it still marked as spam? Let us know when you get a chance.

Thank you,

James

[Azmael]

All i said.. is that Google Customer Service replaced my Gen 1 with the Stuck Grey G screen..  why would that be spam?

[Azmael]

Google Customer Service "fixed" the problem for me 🙂